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Railhub Archive
2010-02-11 EAS-001
East Coast


East Coast appoints new customer service director

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East Coast

East Coast appoints new customer service director

11 February 2010
source East Coast
type Press release

Train operator East Coast, the publicly-owned company that took over the flagship London-Scotland rail services on the East Coast Main Line last November, today announced that it has appointed Jo North as its new Customer Service Director.

Jo North is currently Commercial Director at Northern Rail – and will take up her new position at East Coast in early March 2010. Denise Lennox, currently Customer Service Director at the rail firm, has stepped down from her role to pursue other interests outside of East Coast.

Speaking about the appointment of Jo North, Karen Boswell, Managing Director of East Coast, said: “Jo has quickly established herself as a strong personality in the rail industry.

"She joins East Coast at a pivotal moment. Under our remit, we’ve two years before the business is re-let again to the private sector, and I’m determined that we do everything possible to fulfil our promises, not only to the Government, but to our customers. That’s why I’ve made some senior management changes over the past few weeks.

“We’ve clear plans to deliver improvements to the East Coast business: first by getting the basics right; by building on the previous achievements in day-to-day performance; by listening to what customers actually want from our service – and by delivering much-needed investment in stations, trains, technology – and our people. Much of what we’re doing now and in the coming months is about delivering for the future.

“East Coast is intent on remaining competitive with fares too, and we want to encourage more people to travel with us – and to help that objective, we’ll be launching a new marketing campaign next week.

“I’ve come to the conclusion that we needed a step change in the way in which we deliver customer service, which is core to just about everything we do at East Coast. I’m certain Jo North will help us achieve these goals – at a pace that our customers, and the market demands – and I expect her to play a major part in shaping our future over the coming months – and in the transformation of East Coast from a ‘good’ rail company to a ‘great’ one.”

Jo North will also assume the role of Deputy Managing Director at East Coast, and her remit will include board responsibility for the company’s internal and external communications function.

Jo North (40) has worked in customer-centric businesses for almost 20 years. Her current role as Commercial Director with Northern Rail has been held for more than three years.

Northern Rail is the UK’s largest passenger train operating company with more than 4,700 staff and 84 million passenger journeys annually.

Jo is highly experienced in the development of customer service strategies and management, with a naturally strong commercial approach to her work. For four years from 2002, before joining Northern, Jo held a number of director-level positions in the UK bus and coach sector. From 1993, she undertook a number of roles in brand management, sales and marketing, and communications, in the retail industry and in business publishing.

East Coast has wasted no time to engage some of the most talented people in the industry to help deliver its objectives. Early in January, the Company appointed Peter Williams as its new Commercial Director, and later in the month, Ian Duncan joined East Coast as its new Engineering Director.

Most recently, Jon Veitch has joined the Company as Inter City Express Programme Director, on an interim basis. Jon’s appointment follows the departure of Richard McClean to head the Tyne & Wear Metro. Following today’s announcement, no other senior management changes are envisaged.

“With Jo North’s appointment as Customer Service Director and Deputy MD, together with other recent senior changes, I’m now confident that with our 2,800 dedicated staff at East Coast, we’ve also got the right senior team in the ‘right seats’ to lead our people – and to deliver our challenges.

“We’ve some tough tasks ahead, but I now believe we have the best platform to get on and deliver for our customers. And after all, that’s what it’s all about,” concluded Karen Boswell.


Contact Information

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0845 059 3988

Railhub Archive ::: 2010-02-11 EAS-001


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